ORDER AND DELIVERY
Can I cancel my order?
If you would like to cancel an order, please contact us immediately at firstname.lastname@example.org as soon as possible. Unfortunately, we cannot assure you that it can be effective, as the purchase may have been already shipped. If so, you may return the order to us. Please find our return guide and form in our Refund section.
Can I change my order?
Unfortunately, we cannot exchange returned products for another size or item. We are also unable to change the quantity selected. For that reason, you should cancel your order and place a new one on our website at your own convenience. In the event of questions or assistance please contact our customer service at email@example.com.
When will I receive my order?
We dispatch all orders within 3 days from Monday to Friday. Your My Little Cozmo goods should arrive at your address within 3-9 days from when your order was processed.
If for some reason the delivery was delayed, we will inform you as soon as possible, also in case the stock of any article is no longer available.
During sale and peak periods this may take longer. Please allow up to 7 days for your order to be processed and dispatched.
How do I track my order?
Once your order is shipped, you will receive a shipping confirmation to your email with all the information to track your delivery. Also you can check the status and the shipment tracking logging into your account or clicking the 'View your order' link on your purchase confirmation email.
How much are the shipping fees?
Our shipping fees are as follows:
* Free shipping to Spain from 99€ (Peninsula and Balearic Islands). For orders below 99€, the shipping costs are 3,95€.
* Free shipping worldwide from 149€.
* Shipping costs in orders below 149€:
Europe EU (except from Spain): 5,95€
Rest of Europe: 7,95€
US and Canada: 5,95€
Rest of the world: 17,95€
Do I need to create an account to place an order?
You do not need to be signed into an account to place an order, although you will need to submit a valid email-address and contact information. However, we recommend you to register an account in the checkout process to facilitate future orders and get news from us, as well as offers and special deals.
Why have I not received an order confirmation by e-mail?
If an order was submitted, verified, and processed successfully, you should have received an automated order confirmation via e-mail. If you have not received an order confirmation sent via e-mail, we recommend you to contact us so we may investigate this for you. It is possible that your order was unsuccessful. Additionally, it could also be possible that the e-mail address submitted by you was incorrect or that the email has ended up in an alternative folder in your email.
What happens to my order in the event that an incorrect stock was displayed during the time of my order?
We reserve the right to alter/change/cancel an order in the event that stock levels have been incorrectly displayed by the time of the order placement.
RETURN & EXCHANGE
What is your return policy?
You have 14 days to return any of the products that you have purchased starting at the date of receiving your package. If 14 days have gone by since you receive your purchase, unfortunately we cannot offer you a refund.
** These return conditions do not apply during the current state of alarm over COVID-19. This 14 day period will start once the state of alarm is lifted.
When costumers return a product, they are responsible for the return shipping costs. We recommend returning the items with a certified postal service so you will be able to track your parcel.
To be eligible for a return, your item must be unused and in the same condition that you received it. My Little Cozmo will not accept the return of any products that have been used, washed, not labeled, have undergone some damage. For that reason we request you to be careful with the items until you return them.
My Little Cozmo reserves the right to check the products carefully before agreeing to any return.
Unfortunately, we cannot exchange returned products for another size or item. For that reason, you should place a new order if you wish to buy another product or change the size.
If My Little Cozmo has made a mistake regarding your order, we will assume the shipping costs. If that is the case, please contact us as soon as possible at firstname.lastname@example.org.
Please find all the details in our Refund Policy section.
How do I return my order?
If you are not satisfied with any of our products at the time you received it, you may return it to us for a refund.
These are the steps to follow:
2) Pack your item(s) well in a fitting package/box/bag. Let's keep waste to a minimum. Preferably, reuse our package as much as you can and do not forget to cover the barcode on the waybill.
3) Please ship returns to this address and include 'Returns My Little Cozmo'.
Transportes del Maresme (returns My Little Cozmo)
Pol. Ind. Cami del Mig, c/ Industria nº 1
08349 - Cabrera de Mar (Barcelona)
Contact or visit a courier service provider of your choice to send the package.
We suggest using a trackable shipping service or purchasing shipping insurance, since we cannot guarantee that we will receive your returned item(s).
You can find all this information in our Refund Policy section.
Have you received my return?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
You are always welcome to email us at email@example.com to check on the status of your return.
Keep in consideration that we are unable to guarantee that we will receive your returned item(s). That is why we recommend using a trackable shipping service or purchasing shipping insurance.
How long time does it take to handle a return?
We will always try to handle your return as fast as possible. We process changes and returns within 30 days of receiving them.
When will I receive my refund?
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days after receiving your package.
Please keep in mind that the refund may be withheld until we have received the goods or the customer sends us enough proof of its return.
Please allow up to 30 days to see the refunded amount on your bank account.
If after this period of time you still have not received your refund please contact us at firstname.lastname@example.org. You can also email us at any time to check on your refund status.
Can I return sales items?
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
There was a mistake in my order. How do I proceed?
If My Little Cozmo has made a mistake regarding your order, please contact us as soon as possible at email@example.com. We will do everything we can to correct the mistake and will assume the shipping costs once you return it.
One item was damaged. How do I proceed?
We closely supervise all the items that are shipped. In the event of any of them being defective or damaged, please send us an email at firstname.lastname@example.org and we will tell you how to proceed.
PERSONAL INFORMATION & PAYMENTS
Is my personal information safe?
Yes, absolutely. My Little Cozmo will only use your personal email to inform you of the latest offers and exclusive promotions, if you have approved to receive these kind of emails. My Little Cozmo has no access to your bank information.
What payment options do you accept?
At this moment, we accept Visa, Mastercard, and American Express debit and credit cards, as well as PayPal.
Which currency is displayed on the website?
All our prices are in Euro (EUR). The prices of the products are specified in our online store and My Little Cozmo reserves the right to modify these at any time. However, prices can be displayed in US Dollar (USD).
My Little Cozmo is not responsible for any discrepancies in currency values or conversation rates that your bank or credit card company may use when purchasing from our website.
Do I have to pay customs?
We sell products around the world. Please be aware that you may have to pay additional duties fees and taxes for deliveries outside the European Union. Please find all the details in our Shipping section.
Is my payment information safe?
Our website is hosted by Shopify, a leader ecommerce platform that handles payments directly, no third parties are required. Shopify meets Payment Card Industry (PCI) standards and guarantees a secure checkout process.
Where can I buy your products?
You can buy our products in our online shop or in one of our retailers. Please check our Stores sections to find your closest retailer.
I cannot find the product I am looking for
The items, colors and sizes available in our online shop reflect what we currently have in stock. Please contact us at email@example.com if you have questions about specific products.
Can I buy products from previous collections?
We only sell what is represented in our online shop. However, we will soon have a Sale section where you will be able to purchase items form previous collections.
How often do you re-stock sold out items?
When possible, we try to restock our sold out items as soon as possible. If you are interested in any particular product, please contact us at firstname.lastname@example.org
Where do I find information on sizing?
There is an individual product size guide displayed on each product page. You may also find all size guidelines and instructions on how to perform measurements in our customer service section, in our website footer. Please contact us at email@example.com if needed.